Operations Service Manager

Phoenix Group

Location: Edinburgh
Salary: Competitive Salary
Closing Date: 27 November 2021
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All applicants must be based in the UK and confirm that they are able to prove their eligibility to work in the UK.

Job Description

Salary : Competitive plus excellent bonus & benefits incl 38 days holiday, 10% pension, 12 x salary life assurance and private healthcare Job Type: Permanent

At Phoenix Group, we’re really proud of bringing together organisations with long and successful histories to support us in our growth journey. Our diverse and talented colleagues are what makes us successful. We’ve got big ambitions for the future. And that’s where you come in. 

We’re currently recruiting for a Senior Operations Service Manager to join our IT Service Management/IT Service Operations team to lead the day-to-day management of the Business Service Management team. 

The role requires the ability to create collaborative working relationships with colleagues across Technology to achieve an appropriate balance between rapid implementation of customer requirements through IT Change, while protecting our services from risk to their stability or performance. 

Drawing on your excellent communication, negotiation, influencing and leadership skills you will lead and manage the IT resources required to support IT services and products to meet the needs of business. You will successfully balance the responsibilities of implementing corporate strategies with the practical requirements to deliver IT Service to business partners and interact with senior IT and business leaders. 

Key Responsibilities

- Deploy resources within the department to ensure they are focussed where they can add most value to meet business needs. 

- Actively recruit, lead, develop, coach and mentor a team to maximise performance and engagement and ensure employees are fairly rewarded. 

- Build and maintain relationships with strategic partners at senior level to ensure maximum contribution from partner organisations. 

- Ensure provision of high-quality IT services to the business that meets with the relevant professional and Company standards, controls and governances to maintain business confidence. 

- Meeting an increasingly global demand for services providing service around the clock for different global territories. 

- Ensuring IT Services meet the increasing expectations of a technologically aware employee and customer base. 

- Effectively managing conflicting views and interests across organisational and cultural boundaries. 

- Expected to contribute to department budget process and typically will have some direct budget responsibilities. 

- Ensuring new, changed and transitioning IT Services can be effectively managed

- Continually improving IT Service Management processes and tooling to optimise IT Service delivery and supportability. 

What We’re Looking For 



- Strong communication and facilitation skills with a proven ability to build relationships and influence at a senior level

- Leadership background across permanent, 3rd party and contract colleagues

- Experience working in an IT Operational environment

- Good analytical and problem-solving skills Desirable

- IT service aware with a good grasp of the technical elements which combine to provide user experience. 

- Awareness of the multiple toolsets used to monitor the service across IT Service Delivery or Service management. 

- ITIL certified

What We Offer

Bring your ‘whole self’, skills and dedication to the Phoenix Group and we’ll recognise your effort, support your development and help to drive your ambition. We’ll ensure you’re rewarded for your contribution with a competitive package that includes an attractive pension, annual bonus potential, private medical insurance, generous holiday entitlement, enhanced maternity and adoption leave and a range of other financial services and lifestyle flexible benefits. 


Join us and you join a unique organisation. It’s not just the 14 million policyholders we serve, or the £300 billion of assets we look after. Or that we’re a FTSE 100 company that has been listed as one of the UK's Top Employers for nine years running. It’s our talented, inclusive and diverse workforce that makes us a success. We offer flexible working opportunities ensuring we attract and retain the very best of talent. Find out about more about our people’s stories, our values and our commitment to diversity. 


Key Competencies

- Communication Skills

Clearly and effectively communicates information, ideas, plans, requests and opinions to internal and external stakeholders through a range of channels including written and oral. Ensures alignment with communication guidelines and policies. 

- Stakeholder Management

Interprets and influences both the external and Internal environments by creating positive relationships with stakeholders through the appropriate management of their expectations and agreed objectives. 

- Delivering Results

Meeting and exceeding performance goals and expectations to deliver results. 

- Impact & Influence

Influencing others to achieve a positive impact. This includes communicating clearly, building support for ideas and having an impact on other people. 

- Leading People

Engaging people around our story and principles and enabling them to deliver. Leading people is about building optimism, enthusiasm and creating confidence in teams. 

- People Management

Organises, prioritises and delegates work activities and makes the most efficient use of people to accomplish tasks and objectives. 

- Think Strategically

Linking the long-term vision for Standard Life to daily work. Considering what needs to be done in the future to make the organisation fit to deliver results for the customers and our stakeholders. 

- Working Across Boundaries

Encouraging teamwork and collaboration and breaking down boundaries. 


We value diversity in our workforce and welcome enquiries from everyone.


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